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NEW YORK, NY — November 2, 2006

ShoreGroup, Inc. (http://www.shoregroup.com), a leading converged network solutions and management provider, today announced that it has been awarded the contract and has begun the immediate deployment of its award-winning CaseSentry Systems Management solution to manage a large-scale contact center for a prominent national services organization. CaseSentry will provide comprehensive monitoring and management of the enterprise contact center environment, which employs a combination of 8,000 agents, 12,000 Cisco Customer Voice Portal (CVP) ports and processes 100 million calls across 38 ACD systems during the customer’s 6-month peak busy season.

The CaseSentry Systems Management solution fully automates the monitoring of the Cisco Unified Intelligent Contact Management (ICM) Enterprise application, providing a centralized point of management to ensure that all contact center systems and supporting infrastructure are fully operational and meeting the organization’s service level objectives. Delivering the fully integrated service management and systems management capabilities that organizations need to effectively manage and support their vital contact centers and related end-to-end business process transactions, CaseSentry extends beyond traditional management applications to provide a completely cohesive support process. In addition to providing enterprise-wide operational views and service level management visibility, CaseSentry contains a highly-specialized suite of unified IP communications management applications and Operational Services Automation capabilities addressing the demanding requirements that organizations have to maintain the availability and reliability of their contact centers.

“In today’s competitive business environment, organizations rely on their contact centers to provide a wide range of customer interaction applications aimed at reducing customer wait times, increasing employee productivity and maintaining higher service levels,” said Robert Bojanek, Executive Vice President at ShoreGroup. “The complex and distributed nature of networked contact centers requires a highly-effective management strategy in order to capitalize on the full advantages these systems have to offer. CaseSentry meets the challenge of managing and identifying the root cause of problems across the complete contact center operations, allowing organizations to realize reduced support costs while at the same time maximizing the customer retention and revenue potential that is fundamental to their business.”

With unified contact center applications becoming commonplace in today’s business environment, CaseSentry’s ability to test and exercise enterprise applications through automated synthetic transactions, monitor the status of all contact center systems and applications in real-time, and the ability to suppress non-critical alerts not only reduces downtime but helps to ensure every aspect of the contact center is supporting the delivery of seamless customer service 24x7x365.

The CaseSentry Systems Management solution is available as part of a comprehensive, cost effective management service solution that includes complete systems management consultation, implementation, maintenance and change administration.

About ShoreGroup, Inc.

ShoreGroup is a converged solutions provider delivering management applications, operational maintenance services and infrastructure professional services. As a Cisco Gold Certified Partner with IP Communications Specialization, and a Cisco IP Contact Center (IPCC) Enterprise Advanced Technology Provider (ATP), ShoreGroup designs, deploys, maintains and develops leading management applications for high availability converged networks and customer contact centers. Technology expertise includes IP Telephony, VoIP, communications systems and applications, systems and network management, LAN/WAN, physical layer infrastructure and wireless. Founded in 1999, with over 400 global and national customers, ShoreGroup is based in New York City and Syracuse, NY.

Cisco and Cisco Systems are registered trademarks or trademarks of Cisco Systems, Inc. and/or affiliates in the U.S. and certain other countries. ShoreGroup and ShorePatrol are trademarks, and CaseSentry is a registered trademark of ShoreGroup, Inc. All other marks are property of their respective owners.

November 2, 2006

FOR:

ShoreGroup, Inc. (http://www.shoregroup.com)

CONTACT:

Glenn Yeeles

ShoreGroup, Inc.

The ShoreGroup Building

460 West 35th Street

New York, NY 10001

(212) 364-6800

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Call of Duty Modern Warfare 2 was released on November 10th, 2009 and had one of the biggest launches I can even remember! I didn’t go out for the midnight release, but I went out on launch day and was there 3 hours before launch in the morning and there was already 20+ people waiting there. After a half hour to forty-five minutes, I finally received my copy of Call of Duty: Modern Warfare 2 for the PlayStation 3 and off I went to spend the rest of my week ranking up as fast as I could. BUY COD MW2 FOR PS3: www.Extreme-Days.com BUY COD MW2 FOR 360: www.Extreme-Days.com BUY COD MW2 FOR PC: www.Extreme-Days.com Check Out The Blog: www.Extreme-Days.com Follow Me On Twitter Twitter.com Join Me On Facebook: www.Extreme-Days.com Donate Through PayPal: www.extreme-days.com As most of you already know, I hardly ever buy games that don’t have some form of multi-player and usually will only buy games for the multi-player aspect, but I did actually play the entire single player campaign in Modern Warfare 2 and I must say that I did enjoy it even while playing through a second time. The story was solid, it was a little confusing at times, but it tied in fairly well with where the story left off in Call of Duty 4 and gave answers to many unanswered questions. The only thing I really didn’t like about the single player campaign in Modern Warfare 2 was that, for the most part, it was fairly easy on the hardest difficulty setting. Now, I didn’t say always, because that is definitely not …

Lombard, IL — November 16, 2006

Going holiday shopping at the mall used to be as traditional as hanging mistletoe and drinking eggnog. But the abundance of easy-to-use catalog and online options have many consumers picking out the perfect gift from the comfort of their own homes. What does this mean for retailers? Well, if their contact centers had made Santa’s nice list instead of his naughty one, it could mean less coal and more revenue in their stockings.

According to recent Aspect Contact Center Satisfaction Surveys* of 1,000 consumers in Europe and 1,000 consumers in North America, company interactions are failing to meet their expectations. Overall, North American and European consumers, on average, gave contact centers a barely-passing grade of a D+ (on a scale from A+ to F/FX), with a full quarter of interactions deemed as failures. North American consumers reported that 23 percent of their telephone, email or online chat interactions fell short of expectations, while European consumers reported that one in five interactions fell short of the expectations they had before making contact with the company (22 percent).

In fact, more than 18 percent of North American consumers and 17 percent of European ones reported that the last interaction with a retail contact center fell short of their expectations, and less than 37 percent of retailers exceeded customer expectations.

These surveys, conducted by independent research firm Leo J. Shapiro & Associates, found an alarming fact: If companies continue to ignore the demands of their customers, they are putting them at risk of leaving for other businesses. With the peak season for the retail industry fast approaching, retailers need to improve the relationship with their customers and invest in their customer interaction strategies or risk losing customers altogether.

According to the Aspect Index, consumer demands are not unreasonable:

European and North American consumers both want to deal with knowledgeable and informed agents (72 percent of customers in North America rated this to be extremely important) that speak clearly and are easy to understand (88 percent of Europeans rated this to be extremely important).

Of all of the characteristics that were measured for the survey, both North American and European consumers rated the people-related characteristics the highest (agent attributes such friendly, professional or patient), giving them an average of 70 percent.

Consumers were less satisfied with efficiency characteristics (for example, ability to resolve issue in single interaction) and automation capabilities (easily access a person from an automated menu) of the contact center.

Not surprisingly, while consumers are most satisfied with the people-related measures, there is still a long way to go to improve that area. Research indicates that both North American and European consumers are interested in interactions that facilitate human contact, interacting with contact centers whose agents are patient, act professionally and take responsibility for resolving issues. They also want their inquiries to be answered quickly and their problems resolved swiftly. This holiday season, the retailers that will be the most successful will look outside-the-box at the classic measures of contact center performance — maximizing the number and speed of interactions — since this is often contrary to the goal of providing patient and thorough resolution of the consumer’s issues.

The Aspect Index also points out that consumers highly value empathetic agents who can act as their advocate within the business. If these agent-related grades are to be improved, contact center managers must increase their focus on agent staffing, training, measurement and matching consumers to the right agent accurately.

During the holiday season, successful businesses will realize the importance of the contact center in strengthening their relationship with their customers and will manage the contact center accordingly. When shopping via catalog or the Internet, consumers won’t have patience for long hold times to deal directly with an agent, or wait while agents struggle to locate their shopping history or worse, deal with contact center agents that aren’t familiar with company policies or procedures.

Consumers will turn to those retailers that can provide knowledgeable, patient agents, as well as thorough and quick resolution of consumer issues. By investing in proper agent training and the right contact center capabilities, retailers will ensure a happy holiday season and increased customer loyalty for the New Year and beyond.

*Source: 2006 Aspect Contact Center Satisfaction Survey Europe and 2005 Aspect Contact Center Satisfaction Survey (North America)

Author: Michael Sheridan

Michael Sheridan is vice president of strategy at Aspect Software. For more information, visit www.aspectindex.com.

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